Welcome to The Fly Emporium Customer Service.

We’re here to help with orders, shipping, returns, and general enquiries.

 

Before contacting us, you may find quick answers below.

 

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Contact Us

 

📧 Email: info@theflyemporium.com

 

We aim to respond within 24–48 business hours, excluding weekends and public holidays.

 

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Orders & Payments

 

Order Confirmation

• You will receive an order confirmation email after payment is successfully processed

• Orders are processed only after full payment is received

 

Payment Issues

 

We accept major credit cards and digital payment methods as displayed at checkout.

For payment-related questions, please refer to our Payment Policy.

 

If you believe there is an error with your payment, contact us before initiating a chargeback so we can resolve the issue quickly.

 

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Shipping & Delivery

 

Shipping Destinations

 

We ship internationally to selected destinations. If your country is unavailable at checkout, we are unable to ship there at this time.

 

Delivery Times

• Delivery times shown at checkout are estimates only

• Delays may occur due to customs clearance, carrier issues, or events beyond our control

 

Customs & Duties

 

Customers are responsible for all import duties, VAT, GST, and customs fees imposed by their country.

 

Full details are available in our Shipping Policy.

 

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Order Tracking

 

Where available, tracking information will be emailed once your order ships.

It is the customer’s responsibility to monitor tracking updates and ensure safe receipt of the package.

 

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Returns & Refunds

 

Standard Returns

 

Returns are subject to our Return & Refund Policy. Items must be unused, unfished, and in original condition unless defective.

 

EU Customers – Right of Withdrawal

 

If you are located in the European Union, you have a 14-day right of withdrawal, subject to legal exceptions (e.g. custom-made rods, hygiene-sensitive items).

 

Return shipping costs remain the customer’s responsibility unless the item is defective or incorrect.

 

Please refer to our Return & Refund Policy for full details.

 

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Damaged, Defective, or Incorrect Items

 

If your order arrives damaged, defective, or incorrect:

• Contact us within the timeframe stated in our policies

• Include photos of the item and packaging

• Provide your order number

 

We will assess the issue and advise on replacement or refund where applicable.

 

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Fly Rods & High-Value Items

• Fly rods must be returned unused and in original rod tubes

• Used, assembled, or fished rods are not eligible for return unless defective

• Warranty claims are handled separately from returns

 

Please inspect rod tubes and packaging immediately upon delivery.

 

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Cancellations

 

Orders cannot be cancelled once they have been shipped.

If you need to request a cancellation before shipment, contact us as soon as possible.

 

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Privacy & Data Protection

 

We respect your privacy and handle personal data in accordance with our Privacy Policy, including GDPR compliance for EU customers.

 

We will never ask you to share full payment card details via email.

 

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When to Contact Us

 

Please contact us if you need help with:

• Order status or tracking

• Returns or refunds

• Damaged or incorrect items

• Payment concerns

• General product enquiries

 

For legal terms, please refer to our Terms & Conditions.

 

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Important Note

 

This Customer Service page is provided for convenience and does not replace or override our official policies.

In case of any inconsistency, our Terms & Conditions and related policies shall prevail.